Application Solutions Analyst

PANTHERx is the nation’s largest rare disease pharmacy, prioritizing the patient experience in everything we do. We seek team members who are inspired, compassionate problem solvers producing high-quality work and thriving in the dynamic environment of modern medicine. Our employees drive superior health outcomes for people living with rare and devastating diseases. We cultivate talent, encourage growth, and support career exploration within PANTHERx.

About the Role

The Application Solutions Analyst provides technical support for the enterprise care management application and product suite. This role identifies and resolves product support issues, handles customer technical questions, provides proactive solution analysis, delivers timely problem resolutions, and rolls out product upgrades or patches.

Responsibilities

• Provides application support and communicates technical issue resolution via email, phone, web, and during customer-facing meetings.
• Manages incidents to closure, including necessary escalations and leading internal task forces.
• Builds rapport and elicits problem details from customers.
• Provides timely, efficient, and informative follow-up to user questions or issues.
• Communicates regular status and progress for both internal and external stakeholders.
• Deploys the Casenet product suite for test, demonstration, or educational purposes.
• Assists in testing new software functionality prior to release.
• Assists in generating training materials and other customer-facing documentation.
• Monitors and supports hosted environment network system availability and backups operations.
• Documents all incidents in incident tracking system or CRM.
• Other duties as assigned.

Requirements

• Bachelor’s degree in computer science, Engineering, or related degree—or equivalent work experience.
• Minimum two years of technical client support experience with an enterprise software company.
• Experience with Network Technologies (TCP/IP, VPN, Remote Desktop), Server and Desktop OS Knowledge.
• Experience with SQL Server 2005 to 2008 R2, Web Applications, and Infrastructure.

Preferred Qualifications

• Experience in the healthcare insurance industry.

Work Environment

This role routinely uses standard office equipment such as computers and phones. PANTHERx offers flexibility for eligible employees to work hybrid or remotely without compromising work performance, productivity, or team collaboration.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk, hear, and see. The employee frequently sits, stands, walks, uses hands and fingers, handles or feels, and reaches with hands and arms. Extended periods of viewing a computer screen are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits

• Hybrid, remote, and flexible on-site work schedules (based on position).
• Medical, dental, and vision coverage.
• Health savings and flexible spending accounts.
• 401K with employer matching.
• Employer-paid life insurance and short/long-term disability coverage.
• Employee Assistance Program.
• Generous paid time off for full-time employees; limited paid time off for part-time employees.
• Paid holidays.